Customer Support Specialist

Job Description

Job Description

Description:

The Role: Customer Support Specialist

Who You Are:

You’re the calm voice on the other end of the line.

In this high-volume, call-center style support role, you are the first point of contact for customers calling in with questions or issues. You think on your feet, ask the right questions, and explain things clearly. You enjoy helping people, solving problems, and keeping conversations focused and productive. You stay composed & empathetic in a fast-paced environment; able to talk, think, and document at the same time.

Who We Are:

Established in 1989 Kings III is a growing, dynamic company. We’re a six-time winner of DFW Top Workplaces and nationally as a USA Today Top Workplace in 2020-2025. We’re on a mission for change – for our communities, our customers, and our company. If you see yourself as a builder and change agent, this is the right place for you.

More than 12% of our employees have been with the company for 10+ years, and an impressive 25% have been with us 5+ years. How do we do it? Here's what our employees say. We seek out creative employees who love opportunities for continuous learning and growth. We value innovation in not just our products, but the way we work, sell, and grow every day. We celebrate change and are always looking for ways to do things better!

What You’ll Do

As a key player on a support-oriented team, you prioritize troubleshooting common issues and educating customers on how to operate their emergency phones.

• Handle inbound customer calls and emails with a strong focus on real-time phone support
• Ask questions and use internal tools to quickly identify common emergency phone problems
• Guide customers through step-by-step troubleshooting to resolve equipment issues
• Schedule service appointments when needed
• Document interactions clearly and accurately
• Educate customers on how to use their systems and prevent future issues
• Partner with internal teams to ensure timely resolution of customer concerns
• Review internal maintenance requests
• Any other duties as assigned by supervisor/manager

What You’ll Bring:

• High school diploma or equivalent required
• Minimum of two years of customer service experience; at least one year of technical support or related work preferred
• Punctual and regular attendance 40 hours a week
• Intermediate to advanced problem solving and troubleshooting skills; ability to walk customers through step-by-step instructions to reboot their telephone and video monitoring equipment
• Computer competency – proficient in Microsoft Excel and Outlook, web research skills, and related general functions
• Oral communication skills – demonstrate clarity and confidence on the phone
• Written communication skills – capable of professional and polished email correspondence
• Strong attention to details
• Strong people skills, ability to be empathetic and understanding
• Bi-lingual in English/Spanish a plus

What We Do:

Our mission statement is simple - We provide critical communications services to help people in distress.

Our Core Values are even simpler:

1. Honesty & Integrity

2. Service to the customer above all else

3. Do what is right

4. Good enough is not good enough: pursue excellence

5. Encourage individual initiative and growth

By living and breathing our mission and Core Values every day in everything we do, Kings III is creating opportunities for individuals and reducing risk, liabilities, and costs for businesses every day.

Our primary client base includes commercial and multi-family real estate owners and property managers, and the most common areas we install our emergency phones are in elevators and at pool sides. We design, build, sell, install, service, and monitor those phones. Our Emergency Dispatch Center (EDC) provides 24/7/365 service to help dispatch local emergency services to people in distress. It’s that simple, our employees help save lives every day.

What’s in it For You :

• Medical insurance with 1 HSA and 2 PPO plan options
• Dental, vision, life, short- and long-term disability insurance
• 401k with company contribution
• Employee Assistance Program (EAP)
• Company paid telemedicine 24/7 access
• 8 paid holidays, plus 1 floating holiday
• 15 days of PTO accrued in year 1
• Generous referral bonus program
• Work life balance
• Team building, company events, attendance at our annual meeting and fun night, and other fun events
• Relaxed professional dress code

Kings III is an Equal Opportunity Employer and committed to maintaining a drug-free workplace. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Requirements: